My Oracle Support Introduction

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1. The number of tabs you see in My Oracle Support depends on the Support I

Verdadero (*)
Falso
Correct

2. My Oracle Support has pre-set dashboard configuration options based on ro

Verdadero
Falso (*)

There are no user type dashboard cust

3. You have a Hardware SI and your dashboard is NOT showing the Assets wid

Select the "Contact Us" link in My Oracle S

Contact an Oracle colleague and ask for a

Go to your "My Account" page and confirm

Select 'Customize Page' on the My Oracle
None of the above

You need to have a hardware SI in orde

4. My CUA is my first point of contact for any access issues I experience with M

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Incorrect

5. As a user of My Oracle Support, you want to get the most value from the cu

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Reduce wasted time and frustration by org

Add as many widgets as you can to the da

Ask your CUA to suggest a layout

Do not customize what you see in the das

Consider modifying your dashboard any ti

This is a key benefit of the My Oracle S

6. As a
customer,
you want
to stay
informed
about ALL
UPDATES
to
content
related to
My Oracle
Support.
Which of
the
following
options is
the best
approach
?

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Follow @myoraclesupport on Twitter

Log a non-technical support Service Request and
have the Oracle Support team tell you what is new
View the User Resource Center on your dashboard to
see the latest content (mark it as a favorite) (*)
Subscribe to Hot Topics E-Mail > Articles and
Information > Add Search for My Oracle Support
(product), select "Knowledge Articles" and Apply your
changes.
None of the above
You can follow us on Twitter
or log a non-technical
Service Request. However,
our recommended best
practice is to view My
Oracle Support Resource
Center, available on the
dashboard or by searching
'My Oracle Support
Resource Center'
7. You would like to locate content about what changed in
the LATEST My Oracle Support release. Which of the
following statements best describes the steps you would
follow?

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Access 'My Oracle Support Resource Center' and view
the Release Notes (*)
Post a question in the 'Using My Oracle Support
Community' asking what changes have been made in
the last release
Call Oracle and log a Service Request to ask what
changes have been made.
Search for 'Release Notes' in the Global Search and
go through the different results.
While all answers are
options, the question is
asking about latest release;
that information is primarily
posted on the My Oracle
Support Resource Center.

Knowledge Search and Browse

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8. A common problem that Users experience in My Oracle
Support when searching: User enters a key word in the
Global Search box and views the results. User cannot find
the right information due to the large volume of content
returned with this approach.

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Verdadero (*)
Falso
Incorrect
9. PowerView is a type of search that you can use in place of
Global Search

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Verdadero
Falso (*)
The PowerView feature
allows you to filter search
results by product family or
other options
10. What is a Search Helper?

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Voice-activated help feature that you can turn on in

My Oracle Support
An option you can select under Knowledge
Preferences
Some products have created search helpers which
allow you to identify where a product issue is
occurring and then recommend documents based on
your selection (*)
A new section in the Service Request process
Correct
11. You are
looking
to install
the
Oracle
EBusines
s Suite
(EBS)
product
range.
How
would
you find
one
docume
nt that
outlines
everythi
ng you
need to
know?

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Post a question in the EBS Community asking where you

can find a document with everything you need to know
about EBS
On the knowledge tab in My Oracle Support: select
'Search and Browse' and enter Oracle E-Business Suite
and access the information center to view all the
available content in one location (*)
Log a Service Request and ask for Oracle Support to send
you the information
Search in the Global Search box with the term 'EBS'
Read the documentation on
http://docs.oracle.com/cd/E18442_01/doc.651/e18053/eb
s.htm
The answer is based on the
constraint of 'ONE document';
logging an SR or posting a question
is not searching for one document
(that are other activities you can do
to find content).
12. Why would I want to review and update my current settings
for Knowledge Preferences (Settings tab, My Account)?

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Allows you to provide feedback to My Oracle Support on
ways to improve the quality and content of the
knowledge base
You can update your knowledge widgets to customize
your dashboard
You can make specific choices to customize your search
experience with options like number of search
suggestions and default search source (*)
All of the above
None of the above
Incorrect
13. What option(s) are available to filter search results in My
Oracle Support? Select all that apply.

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Browse and Search option
PowerView (*)
Knowledge filter
Refinements (*)
We are looking for two answers.
This is about filtering results, so
both PowerView and Refinements
are the correct answers. Knowledge
filter is not a real option, and
Browse and Search option is a
search option (not a filter on the
search results).

Patches and Updates

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14. From within My Oracle Support, select the best description of
how to download the latest firmware patch for Netra Blade
X3-2B

From Global search enter Netra Blade X3-2B and Patch,

select enter and from the results select view the
document follow the link to
Oracle.com/technetwork/systems, Find and locate the
Netra Blade X3-2B click the link to download the patch
Patches and Updates > Advanced Search > Enter Netra

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Blade X3-2B > Select Release > Add a filter line Add
Description is Firmware and view and download the
results. (*)
Log a Service Request in My Oracle Support and ask for a
link to the patch to download it.
From the My Oracle Support Community Post a question
to ask for the link to download the latest firmware patch
for Netra Blade X3-2B
Correct
15. A great resource for additional help in My Oracle Support is
the 'context-sensitive' help located in the upper-right. You can
view detailed answers to common questions about topics
such as Patching.

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Verdadero (*)
Falso
Correct

Patches and Updates

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16. What is a Patch Advisor?

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A type of Lifecycle Advisor in My Oracle Support that colocates patching information in areas such as Upgrade
Advisors and Patching & Maintenance Advisors (*)
The Patch Advisor is the Readme file included with all Patches
that provide specific install information
A specific patch search in My Oracle Support that only
focuses on patch information
A tool that you can download that will analyze the patches on
your system to confirm you are on the latest patch set
None of the above
Correct
17. Regardless of your specific Oracle products, the general process
to download patches in My Oracle Support is the same

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Verdadero (*)
Falso
Correct

18. What products can use patch plans? Identify an answer within My
Oracle Support with the best description.

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Database, Fusion Applications, Fusion Middleware and Cloud

You set this preference in My Account to identify patch plans
you want to use
All Oracle Products
Only products which have collector installed and
configuration is being sent to Oracle
Database, Fusion Middleware, and Enterprise Manager (*)
Incorrect
19. You have some questions about a recommended patch set for
your products. What is the best practice for you to ask specific
questions and get feedback?

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Add the 'Recommended Patch Sets' widget to your dashboard

Log a Service Request
Create a new thread in the appropriate patching community
and discuss with the members of your community. (*)
Use the Patch Search region on Patches & Updates tab,
Product or Family (Advanced) search. Select release and type
(Patchset) and search. Sort patches based on date to see the
latest displayed first
Use Google to find out what recommended patches are
available
My Oracle Support Community is the recommended best
practice to not only ask questions but share experiences
with other users

My Oracle Support Community

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20. You recently created a new posting in My Oracle Support
Community. When you go back to view it, you do not see it in the
community where you thought you had posted it. What can you
do to locate your posting?

Your posting was likely deleted by a moderator because it

was in the wrong community and they frequently monitor
Log a Service Request
You can look on the Discussions tab (My Discussions) within
My Oracle Support Community (*)

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You can post another new thread and ask the community if
they know what happened to your last posting
None of the above
Correct

My Oracle Support Community

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21. If you have general questions about My Oracle Support and have
not found answers in the help menu or in the knowledge base, a
best practice is to post your question to 'Using My Oracle Support'
Community.

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Verdadero (*)
Falso
Incorrect
22. Which of the following attributes describe the value of My Oracle
Support Community?

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Available to users 7x24x365. You can always engage in the

global community at a convenient time in your work day
Each community is staffed with a special set of Oracle
support engineers who engage exclusively with online
questions
Leverage the shared experience of your peers and subjectmatter experts to quickly expand your knowledge and
awareness
Using communities allows you to bypass the standard
Service Request creation process in My Oracle Support and
fast-track your issues
Both 1 and 3 (*)
Correct
23. You heard about a new community and want to check it out.
When you open My Oracle Support Community, you only see a
few options listed in the 'Find a Community' pane on the left
navigation. What do you need to do to access the complete list of
available communities?
Ask your Customer User Administrator (CUA) to change your
Community access settings under My Account
What you see is being filtered by your subscriptions. Click the
'Subscriptions On' button on the menu bar to turn off
subscriptions (remove content filters within Communities).
You should immediately see the list of options appear. (*)
Go back into the My Oracle Support dashboard and select My
Oracle Support Community again to refresh the view.

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Log a non-technical Service Request

None of the above
Incorrect
24. You want to post a question to a My Oracle Support Community;
however, you cannot see the community you are interested in
when you launch My Oracle Support Community and view the
main page. How do you resolve this?

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Log a technical Support Request for assistance

Ask your Customer User Administrator to grant you access to
the community in question and it will appear the next time
you log in
Post your question in the 'Using My Oracle Support'
community
Edit your subscriptions to include the desired community (*)
The only reason you cannot post to a specific community
(topic area) is that you have not subscribed to it and you
have your subscriptions turned on (which limits the view of
available communities to you)
25. The same Oracle Support Engineers that resolve technical Service
Requests also participate in My Oracle Support Community to
share their knowledge and expertise as part of this trusted
community.

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Verdadero (*)
Falso
Incorrect

My Oracle Support Community

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26. What is a typical consequence of posting a product-specific
question into the 'Using My Oracle Support' Community?

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A moderator for the community will directly email you to

request that you remove this question
The question will trigger an automatic email that alerts you
to ask the question in a different community
The moderator for the community will see that the question
is not in the right community and will attempt to find the
right community for your question. This impacts the time to
resolution of your question (*)
None of the above

Correct

Using Support Best Practices for Hardware & Software

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27. From a hardware perspective, what are the benefits of
downloading Oracle Services Tools Bundle and enabling Auto
Service Request (ASR)?

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Prevent known issues

Automatically log Service Requests
Create a fully qualified Service Request
All of the above (*)
None of the above
Correct
28. Oracle Enterprise Manager Harvest Job is a collection tool that
gathers information about your Oracle set-ups, configuration, and
OS. You can automate this information transfer with Oracle

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Verdadero (*)
Falso
Correct
29. What is the best definition of a Fully Qualified Service Request?

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Only Service Requests created by ASR are considered fully

qualified
A Service Request must have attached log files to be Fully
Qualified
A Service Request that provides just a few facts to get Oracle
Support engaged
A Service Request that has all the information included in the
fields as well as appropriate diagnostic output attached so
that the Oracle Support Engineer can immediately get
started (*)
A Service Request logged by your CUA
Correct

30. You can view Health Recommendations in My Oracle Support

before you enable a collection mechanism.

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Verdadero
Falso (*)
Correct
Using Support Best Practices for Hardware & Software
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31. To install Auto Service Request (ASR), you need to validate all of
the following: User has Assets access level in My Oracle Support,
there is an instance of the AR manager installed on the network,
asset is ASR qualified, ASR install process can be performed on
the asset, ASR activation process has been completed by
associating a contact in My Oracle Support, and Service Tools
Bundle is installed

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Verdadero (*)
Falso
Correct
32. How is this type of collected data valuable to you?

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It provides specific patching recommendations

The data collected provides an understanding of the
configuration of Oracle software, revision levels, and the
operating system and patching levels (*)
The data helps to determine how often you log Service
Requests
The data links to certification information on the
Certifications tab for operating systems
None of the above
Incorrect

Oracle Support Policies

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33. What items are covered by your Premier Support Policy? Select all
that apply.

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Access to new functionality included in Oracle Patches and
Upgrades (*)
Access to Oracle Product knowledge and Oracle Product bug
fixes (*)
Access to Oracle Engineers to perform mapping business
requirements to product functionality
Access to My Oracle Support Community (*)
Access to Oracle Support Engineers to de-code customized
code and undertake script development
Oracle Support is available to support you on Oracle
Products, however Oracle Support is not a resources to train
and develop customized solutions for your organization.
34. What is the best approach to resolve the issue of not being able
to download a specific patch for a Product (after the Support Date
has passed).

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Google to see if the patch is available somewhere on the

Internet
Log a Service Request and ask Oracle to send it to you
Contact your Oracle Sales representative and purchase
Extended Software support for your product that needs
patching (*)
Contact your Oracle Sales representative and ask them to
call Oracle Support and send you the patch
Correct
35. What are the best methods to stay informed about the latest
information on Oracle Technical Support policies?

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Search technical support on oracle.com and review the
posted policy PDFs often (*)
Download the Oracle Technical Support Policies and use
these as your reference guide
Search in My Oracle Support for 'Technical Support Polices' (*)
Log a Service Request and ask Support to provide
information about support policies
All of the answers are possible options to stay informed
about the Oracle Technical Support Policies; however, the
best methods are 1 and 3.

Oracle Support Policies

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36. What is the recommended way to locate content about the End
Date of support for a product? Select all that apply.

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Call your Oracle Sales or Account Representative
Access oracle.com and review the support PDF and search for
support dates (*)
Use the Certifications tab and review the support-specific
content (*)
Log a Service Request and request information about support
dates
All of the answers are correct to some degree; however, the
question is asking for the recommended way. As outlined in
the videos, the recommended way is to use the Certifications
tab or access the content on oracle.com and view the
support PDFs for the latest content.

ESD
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37. Which of the following descriptions best defines ESD?

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The sudden transfer, or discharge, of electricity from one

object to another. (*)
The ability of a part to withstand a static charge without
failure.
Damage to system components due to the use of an
incorrect power supply
The failure of an item that would result in failure of the
system.
Correct
38. Standing up can generate up to 1,400 volts.

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Verdadero (*)
Falso

Correct
39. Why are ESD "soft failures" the most serious type of failures?

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They represent 40% of all failures

The damage is immediate and easily detected
The damage is not immediately noticed or detected (*)
They represent 60% of failures
Correct
40. Low humidity environments reduce the voltage generated from
friction and moving,

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Verdadero
Falso (*)
Correct

ESD
(Responder todas las preguntas de esta seccin)
41. The leading cause of semiconductor failure is due to?

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Incorrect power supply used with the system

Damage during shipments
The increased use of 45nm technology in manufacturing
semiconductors
Electrostatic discharge (*)
Correct
42. Which items generate static electricity?

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Work surfaces

Clothing
People
All of the above (*)
Correct
43. What is the difference between a soft failure and a hard failure?

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Soft failures weaken components and is difficult to detect.

Hard failures are easy to identify and trace back to ESD. (*)
Hard failures represent 80% of all failures
Soft failures occurs in the software. Hard failures occurs in
the hardware.
Soft failures are easily detected and rapidly fixed. Hard
failures are difficult to identify and fix.
Correct
44. Which of the following is NOT one of the rules for preventing ESD
damage?

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Keep items away from electronic components

Handle electronic components only when you are properly
grounded
Store and transport ESD-sensitive items in static-shielding
containers
Make sure your grounding straps are not in contact with your
skin. (*)
Correct

ASR
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45. For assets managed by Oracle Service Delivery Partners:What My
Oracle Support Privileges are needed to manage ASR assets?
(Activate, Add Contact, etc.)

Create Service Request privilege on the end-customer

Support Identifer
Administrator privilege on the Partner Support Identifier (*)
View Asset privilege on the end-customer Support Identifier

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Correct

ASR
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46. For assets managed by Oracle Service Delivery Partners:True or
False: After receiving an ASR notification email that indicates that
a draft Service Request has been created, the Partner must
immediately use My Oracle Support to promote the Draft Service
Request to a Technical Service Request.

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Verdadero
Falso (*)
Incorrect. The Partner should only promote the Draft Service
Request if they need Oracle Support assistance to resolve
the problem.
47. A pre-requisite for activting ASR for an asset is providing a
Contact name in My Oracle Support. Which Support Identifier
privileges are required for the My Oracle Support user selected as
a Contact?

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View Asset (*)
Create Service Request (*)
Administrator
Incorrect.
48. For which of the following event types does ASR create Service
Requests?

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Firmware needs to be updated
Fan failures (*)
OS crash
Power supply faults (*)
File system full
Incorrect.

49. Oracle customers can ony install one ASR Manager per Oracle
Support Identifier.

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Verdadero
Falso (*)
Correct
50. For assets managed by Oracle Service Delivery Partners:Who is
responsible for approving ASR pending activations in My Oracle
Support?

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Customer
Oracle Field Engineer
Oracle Service Deliver Partner (*)
Incorrect. The Oracle Service Delivery Partner has complete
responsibility for ASR asset management.
ASR
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51. For assets managed by Oracle Service Delivery Partners:How can
a team be notified when ASR creates Draft Service Requests?

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Open an Oracle Service Request and ask for assistance.

Use My Oracle Support to enter one or more email lists in the
"Distribution Email List" field for the managed assets. (*)
Create a My Oracle Support user as the email list. Then,
assign this user as the Contact for the ASR asset.
Incorrect.
52. ASR is available at no additional cost to Oracle Premier Support
for Systems and Hardware Warranty plans

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Verdadero (*)
Falso
Correct

53. Which of the follow data does ASR send to Oracle?

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serial number (*)
IP address
fault event code (*)
hostname (*)
Incorrect.
54. The ASR Manager uses a two-way encrypted connection to
Oracle.

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Verdadero
Falso (*)
Incorrect. The ASR Manager is one-way -- outbound-only to
Oracle.